AccountId: 011433970860
ContactId: 0391204c-87b9-4c68-81df-bd8d429e6268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321059 ms
Total Talk Time (AGENT): 112791 ms
Total Talk Time (CUSTOMER): 147462 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/0391204c-87b9-4c68-81df-bd8d429e6268_20250311T14:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last initial [PII]. I'm calling from Memorial Hospital in [PII], and I'm calling to see if an observation authorization would be required for this patient.
[AGENT][NEUTRAL] OK, thank you. I can verify that for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It's 914-1659.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Give that to me one more time because it looks like.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Has too many numbers or missing one?
[AGENT][NEUTRAL] What's that number one more time?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9141659.
[AGENT][NEUTRAL] Uh, yeah. What's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, spell that last name for me. I'm sorry.
[CUSTOMER][POSITIVE] It's OK. I have [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I have [PII] as well. She has two last names.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Uh yeah. Mhm.
[AGENT][NEUTRAL] I was trying to think of how it could be spelled. Give me one moment.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Aha.
[AGENT][NEUTRAL] Um, I'm not showing them in our system. I'm trying on the name. Um, are they the policyholder or do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] Uh, yes, it looks like they are the policy holder. Let me try to see if she has a card on file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, sorry, it looks like she does. I see [PII], um, OK, this one also has a.
[CUSTOMER][NEUTRAL] It has like a separate policy number you wanna try this one?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 80,840
[AGENT][NEUTRAL] Uh, almost sounds like a group number. I mean.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Nope. Oh, bush. Um, do you see on the card a group name?
[CUSTOMER][NEUTRAL] Um, no group name. Um, it has a, oh, I have a plan name as Barry University, but.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All I can see uh maybe this number, so sorry, 2023, it's 202-317-01.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Uh, it, well, let me try because I think it has too many numbers, but, and the card says American Public Life or APL.
[CUSTOMER][NEUTRAL] Don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I'm just calling um.
[CUSTOMER][NEUTRAL] Whatever line that someone called yesterday to verify like their eligibility so I assumed it would be the same phone number but maybe they called the wrong.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Line, very weird.
[AGENT][NEUTRAL] Yeah, because that policy number you gave initially, that 9141659, is a little too long, it's not one of our numbers, and I tried looking on her name, but I couldn't find it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So, if, if you have
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Yes, ma'am, um, and I was gonna say if you have the card, if it showed like a policy cert number or in hospital outpatient benefit cert or certificate number.
[AGENT][NEUTRAL] A policy er number, but um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I would say to contact that patient to verify cause I'm not showing her in our system.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I do see on the back of the card there's a separate ID number. Do you think that could be it?
[AGENT][NEUTRAL] OK, what does it say?
[CUSTOMER][NEUTRAL] It seems a little shorter. It's [PII].
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] No, OK, I'm gonna.
[CUSTOMER][NEUTRAL] No, it's not, it's not your problem at all. I'm gonna go ahead and give a call on the number on the back of her card and just make sure maybe something for me I say maybe she verified it a different way or she just put the wrong number that she called by accident, so I'm, I apologize, yeah.
[AGENT][NEUTRAL] It could be. Yes, ma'am.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][POSITIVE] I'm sorry about that.
[AGENT][POSITIVE] Uh, thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] All right. Have a
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][NEUTRAL] Bye.